Excel, PowerPoint, Word, Qualtrics survey platform, mapping tools.
Automotive, Strategic Planning
Contract negotiations, Telephone
Customer satisfaction, Vendor relations
Customer Service, Websites
Assistant Vice PresidentCathay Bank | Rosemead, CA | November 2017 - Current
Supervise and lead the data analytics team within Retail Strategic Planning Group.
Engage in relationship building with various department managers to generate data pulls and analysis to understand gaps and drive business efforts.
Monitor and control the flow of various department data and reporting requests to understand scope of projects and overall purpose to correctly generate and produce reports and analysis and delegate throughout team.
Manage the bank-wide Retail Sales Incentive Program by upholding rules and guidelines, adding new products or services, and communicating updates to Executive Management on incentive payout and employee participation.
Provide continuous and on-going training sessions to eligible employees and oversee payout disbursement reports sent to management and HR.
Creatively plan and work with IT on the layout and execution of the Dashboard.
Create Branch Expansion and Transformation reports and presentations for the Board of Directors and Executive Management.
Conduct in-depth analysis to provide recommendations on one of the various actionable steps: branch expansion, consolidation, relocation, downsizing, and remodeling.
Use multiple data sources to generate analyses including internal data universes for transactional volume and financial data, external websites, mapping tools, and survey results and feedback.
As sole analyst for the Customer Care Center, trend monthly and quarterly data across various metrics.
Create PowerPoint presentation to provide feedback on areas of improvement and concern.
Highlight any bank-related activities that may be affecting numbers.
Compile and produce various reports for Executive and Senior Management, which include but not limited to, Product Trends, Product Identification by Generation, Customer Revenue Contribution, Branch Revenue Contribution, and Branch Performance Evaluation.
Perform QA Validation and Production Validation for various Retail Branch Dashboards.
Contributing member of the internal branch survey creation team.
Weekly meetings in the form of roundtables held to plan and create customer experience surveys – from question wording and format, to overall survey layout, to multi-language specifics, to deployment processes.
Experience in handling internal and external 3rd party vendor relations to determine appropriate partnering for future reporting purposes.
Customer Relationship AnalystEast West Bank | El Monte, CA | June 2015 - November 2017
Integral member of the Business Support team.
Supported all Centralized Operations departments – Customer Service Center, Online Banking, Loan Servicing, Branch Support, Centralized Processing, Risk and Operations.
Sole analyst for Customer Service Center, Online Banking, and Loan Servicing departments.
Produced reports and PowerPoint analyses to support telephone-facing business lines.
Generated department-level and advisor-level reports highlighting metrics such as service level, quality assurance, call volume, answer rates, handle times, and make busy times.
Continuously tracked metrics to keep management abreast of call handling, advisor behavior, and areas of improvement.
Independently managed external surveys to rate and understand customer satisfaction.
Collaborated with each department to determine survey specifics, qualifications, and limitations.
Generated and programmed survey questions and email invitations into the survey platform.
Worked with internal departments for survey approval and thoroughly tested for errors and flaws prior to initial deployment.
Compiled raw data and created monthly and quarterly PowerPoint analyses for internal clients to highlight trends and strong or problematic areas.
Worked with various departments to satisfy internal and external survey needs – all Centralized Operations departments, Commercial Loans, Mortgage Loans, Marketing, Internal Trade Operations.
Thoroughly involved in 3rd party survey vendor research to determine the best fit for organizational needs – contract negotiations, pricing, survey platform specifics and capabilities.
Senior Marketing Research AnalystAutomobile Club of Southern California | Costa Mesa, CA | October 2005 - December 2006
Collected, analyzed, and reported member and marketplace information and presented findings to senior management and internal business units.
Conducted in-depth analyses through the Member Service Index to identify trends and performance gaps, develop insights and implications, and make recommendations to improve service quality.
Worked closely with internal clients to use and act upon research findings in order to achieve and exceed the organization's service quality objectives.
Managed member satisfaction tracking studies and research vendor relationships.
ConsultantJ.D. Power and Associates | Orange, CA | August 2004 - September 2005
Compiled data regarding the automotive segment in order to comprehend sales processes and customer shopping behavior.
Analyzed industry, market, and client-specific data to uncover potential retail process issues using the Customer Service Index along with internal and external databases and sites.
Created extensive PowerPoint presentations to depict data and formulate dealership recommendations to improve upon sales and customer satisfaction scores.
Participated in overseas vehicle evaluations to test automotive performance, quality, and layout and outcomes and conclusions were reported on the APEAL study.
Education and Training
Master of Business AdministrationLoyola Marymount University | 2004
Bachelor of Arts: Political ScienceUniversity of California | | Riverside | 1999
AWARDS , Cathay Bank Emerging Leadership Program 2019-2020 Graduate
Inspirational Leadership Training Series 2019 Graduate
Toastmasters Award Recipient 2019 – Best Table Topics
CRA Junior Achievement Event Participant 2019
CRA Junior Achievement Event Participant 2018